Knowledge & PR Manager
Location: Darwen, United Kingdom
Closing date for applications: 10th June 2026
Core Responsibilities
* Ensure resource is always available for the management of Social Media accounts.
* Supports the enablement of technology solutions that drive efficiency, optimisation, and improved operational performance.
* Responsible for the daily management of direct reports, ensuring that performance, behaviour and conduct targets are achieved.
* Required to cover the Social Media and PR Advisor when required, responding to customer posts while adhering to the SLAs in place.
* Overhaul existing knowledge management content to ensure it is fit for purpose.
* Manage relationships with key stakeholders (including the client) to ensure that all information is represented accurately, is up to date, and is reviewed regularly.
* Accountability for all matters knowledge-related and act as a SME for TVL Contact Centre knowledge.
* Lead a continuous improvement workstream to continually identify opportunities to enhance knowledge and usage of the ASK Knowledge Management system across TVL Operations.
* Lead opportunities to share best practice and enhance the Knowledge Management capabilities.
* Work with individual business areas and TVL Policy to review all existing letter templates and glossary paragraphs.
* Develop letter copy in line with a set of agreed design principles.
* Support the co‑ordination and delivery of our Operational Readiness Committee.
* Work closely with our change teams, marketing partners and project teams to support the co‑ordination of impacts to Project briefs and RFCs, providing detailed feedback, sharing impact responses and supporting the project and operational teams to implement any changes required.
* Highlight impacts to customer journeys and operational processes resulting from marketing campaigns, RFCs, and media enquiries.
* Ensure a Digital first approach is considered when reviewing all letters, project briefs and RFCs.
* Present key updates/findings to Client and Stakeholders.
* Work closely with Capita Information Security to ensure all work being conducted has considered the impact on customer and employee data.
* Ensure compliance with all Information Security and internal processes to protect data security, including legal requirements.
What you’ll need to bring
* Excellent proven communication skills, both verbal and written.
* Excellent analytical and data management skills.
* Self‑motivated with excellent planning and organisational skills.
* Ability to multi‑task, be a keen problem solver, and prioritise effectively.
* Positive, professional, and proactive.
* Experienced People Manager.
* Excellent stakeholder and relationship management skills.
* Experience of Microsoft Office applications (PowerPoint, Excel, Word) – essential.
* Experience of TVL systems including Lassy – required.
* Business awareness with experience across multiple departments.
Benefits
* Competitive annual salary, dependent on experience.
* 23 days’ holiday (rising to 29) with the opportunity to buy extra leave.
* Paid day out of the office, volunteering options, or a cause of your choice.
* Company matched pension, life assurance, cycle2work scheme.
* 15 weeks’ fully paid maternity, adoption and shared parental leave.
* Voluntary benefits: discounts on retail and socialising, health & wellbeing, travel, and technology.
* Access to up to £500 of your salary before payday each month, plus budgeting and savings features.
* Employee Network Groups for colleagues to connect and learn on an inclusive platform.
We are an equal opportunity and Disability Confident employer.
Job type: Full time, Permanent
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